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Ccaas Consultant Jobs (NOW HIRING)

INA Solution Inc

CCaaS Architect

Orange, CT · On-site

CCaaS Architect Location: - Orange, CT 06477 USC/GC only CCaaS Architect (Contact Center as a ... consulting skills to translate business outcomes into scalable, secure and cost-optimized contact ...

Telus Digital

$106K - $150K/yr

Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business ... The Opportunity As a Manager, Product - CCaaS , you'll form close relationships with client ...

Telus Digital

$124K - $156K/yr

Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business ... Location and Flexibility Our Program Manager, Delivery - CCaaS will be an integral part of our CX ...

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How much do ccaas consultant jobs pay per hour?

As of Aug 26, 2026, the average hourly pay for ccaas consultant in the United States is $41.55, according to ZipRecruiter salary data. Most workers in this role earn between $29.33 and $49.52 per hour, depending on experience, location, and employer.

What is a CCaaS consultant?

A CCaaS Consultant is a professional who specializes in Contact Center as a Service (CCaaS) solutions. They help organizations select, implement, and optimize cloud-based contact center platforms to improve customer service operations. Their responsibilities often include assessing business needs, recommending suitable CCaaS providers, overseeing migrations from legacy systems, and ensuring seamless integration with existing technologies. Additionally, they provide training and support to ensure a smooth transition and maximize the benefits of the new system.

What are the key skills and qualifications needed to thrive as a CCaaS consultant?

To thrive as a CCaaS Consultant, you need expertise in contact center operations, cloud communication solutions, and a background in IT or business, often supported by relevant certifications such as AWS, Genesys, or Cisco. Familiarity with major CCaaS platforms, CRM systems, and integration tools is crucial for designing and implementing solutions. Strong client communication, problem-solving ability, and project management skills set standout consultants apart. These competencies are vital for delivering effective, client-focused CCaaS solutions that drive operational efficiency and customer satisfaction.

What are some common challenges faced by a CCaaS consultant when implementing cloud contact center solutions for clients?

As a CCaaS Consultant, one common challenge is understanding and aligning the client's specific business processes with the capabilities of the chosen cloud contact center platform. Additionally, handling data migration from legacy systems, ensuring seamless integration with existing CRM tools, and managing change resistance from end users are frequent hurdles. Effective communication and project management skills are vital to guide clients through technical complexities and to ensure a smooth transition to cloud-based solutions.
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Infographic showing various Ccaas Consultant job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 89% Full Time, 6% Part Time, and 4% Contract. Highlights an 71% Physical, 3% Hybrid, and 26% Remote job distribution, with an average salary of $86,430 per year, or $41.6 per hour.

CCaaS Architect

INA Solution Inc

Orange, CT • On-site

Full-time

Posted 27 days ago

Job description

Job Title:  CCaaS Architect

Location:  – Orange, CT 06477

USC/GC only

CCaaS Architect (Contact Center as a Service):

 

Role: The CCaaS Architect is responsible for designing, delivering and evolving enterprise Contact Center as a Service solutions on modern cloud platforms including Amazon Connect. The role combines deep technical expertise across voice, digital, AI and integrations with strong client-facing consulting skills to translate business outcomes into scalable, secure and cost-optimized contact center architectures. 

This position leads architecture across Discovery, design, delivery and hypercare phases, and serves as the senior technical authority for HCLTech CCaaS engagements globally. 

 

Key Responsibilities 

Architecture and Solution Design 

  • Own end-to-end architecture for CCaaS transformation programs including voice, digital, AI and integrations. 
  • Design High-Level Designs (HLD), Low-Level Designs (LLD), reference architecture and technical solution documents. 
  • Define target-state architecture for Amazon Connect Contact Center. 
  • Design BYOC Premises, BYOC Cloud, hybrid coexistence and cloud-native deployments including Edge, SBC and telephony routing. 
  • Architect integrations with CRM (Salesforce, Dynamics 365, ServiceNow), ERP (SAP), payment gateways, WEM, WFM and analytics. 
  • Define non-functional requirements: availability, resilience, security, scalability, RTO/RPO, MOS, latency and jitter. 

AI, GenAI and Voice Bot Enablement 

  • Design conversational AI and voice bot solutions using Genesys AI Experience, Amazon Lex, Dialogflow CX, Cognigy or Kore.ai. 
  • Architect GenAI use cases with LLMs, Retrieval-Augmented Generation (RAG), agent assist, summarization and knowledge automation. 
  • Define hallucination controls, prompt guardrails, safety monitoring, PII masking and human-in-the-loop escalation. 
  • Establish AI governance including model lifecycle, prompt versioning, evaluation datasets and responsible-AI controls. 

Advisory 

  • Drive client discovery workshops, current-state assessments and CCaaS platform selection. 
  • Author Statements of Work (SOWs), effort estimates, sizing calculators and commercial models. 
  • Deliver executive presentations, technology roadmaps, business cases and Total Cost of Ownership (TCO) analysis. 
  • Present at client steering committees, industry forums and internal capability sessions. 

Delivery Governance and Technical Assurance 

  • Provide architecture oversight across the delivery lifecycle: design, build, test, cutover and hypercare. 
  • Chair Design Authority Boards, Solution Review Boards and Change Advisory Boards on CCaaS engagements. 
  • Own architectural risk register and technical decision log; drive mitigations and trade-off decisions. 
  • Guide delivery teams on IaC, CI/CD, DevOps, SRE, observability and hardening for CCaaS platforms.